Senior Technical Success Manager

Zscaler is seeking a Senior Technical Success Manager to join their Customer Success team. This role involves managing premium customer support relationships, collaborating with sales for seamless deployments, acting as a trusted advisor for web and email solutions, and providing critical support including escalations. The manager will also conduct product training, monitor customer sites, and provide product insights to Zscaler Product Management, ensuring customers achieve their goals and maximize technology potential.

Must Have

• 8+ years of account management experience
• Expertise in pre- and post-sales support and implementation of web and email security solutions
• Bachelor’s degree in computer science/engineering or equivalent industry certifications
• Expertise in networking and security
• Strong ability to communicate technical solutions to prospects
• Strong expertise in enterprise networks and infrastructure
• Hands-on experience in TCP/IP and protocol workflow
• Proficiency with network troubleshooting tools such as Wireshark, WinMTR, and Fiddler

Good to Have

• Knowledge of basic protocols (HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP)
• Experience with packet captures
• Experience with L2/L3 protocols and devices
• Knowledge of advanced security concepts (IPS/IDS/DLP)
• Experience with authentication protocols (SAML/LDAP)
• Hands-on experience with shell scripting (bash, Perl) and SQL
• Knowledge of routing and switching architectures from Cisco and Juniper

Perks & Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks

About Zscaler

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth.

We're looking for a Senior Technical Success Manager (Sr.TSM) to join our Customer Success team to manage resolution of customers' technical service and infrastructure issues related to Zscaler products. Reporting to the Manager, Technical Success Management, you will:

• Manage premium customer support relationships through various channels (phone, email, on-site) adhering to high industry standards for responsiveness and service quality
• Collaborate with Field Sales to deliver seamless Zscaler deployments, acting as trusted advisors to customers and partners for web and email solutions implementation and consulting projects
• Provide critical support, including escalations and on-call duty, while serving as a liaison between gold/platinum customers and internal teams, and ensuring customer awareness and action on cloud updates for optimal availability and satisfaction
• Provide product training (on-site and virtual) to Premium Support customers and notify them of new Zscaler products and technologies
• Monitor customer sites, provide recommendations, and feed product insights to Zscaler Product Management based on customer needs

What We're Looking for (Minimum Qualifications)

• 8+ years of account management experience, with expertise in pre- and post-sales support, and implementation of web and email security solutions
• Bachelor’s degree in computer science/engineering or equivalent industry certifications, with expertise in networking, security, and a strong ability to communicate technical solutions to prospects
• Strong expertise in enterprise networks and infrastructure, with hands-on experience in TCP/IP, protocol workflow, and network troubleshooting tools such as Wireshark, WinMTR, and Fiddler

What Will Make You Stand Out (Preferred Qualifications)

• Knowledge of basic protocols such as HTTP, DNS, TCP/IP, UDP, SSL/TLS, ICMP, FTP, and experience with packet captures
• Additional advantages include experience with L2/L3 protocols and devices, advanced security concepts (IPS/IDS/DLP), and authentication protocols (SAML/LDAP)
• Hands-on experience with shell scripting (bash, Perl) and SQL, complemented by knowledge of routing and switching architectures from vendors like Cisco and Juniper

#LI-Hybrid

#LI-SU1

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.